To help you make the most of the peak period, we have included some tips on what you can do in your LPO to assist in managing parcel volumes and make best use of seasonal sales opportunities.

Managing ParceL vOLuMes

There has been a great deal of work across the business to help prepare for the expected increase in parcel volumes this christmas. ensuring there is always a focus on safety is an important part of this preparation. Please consider safety in everything you do.

ensure everyone uses safety equipment when handling heavy items, such as a mini-pallet or trolley when accepting or delivering heavy parcels and transporting them to and from the counter and back office.

implement a strategy to manage incoming parcels. Where can you store parcels? is there a dedicated area for parcels? are you making the best use of parcel shelving?

encourage customers to collect their parcels early by using your parcel collection hours poster or issuing “urgent reminder” cards.

POinT Of saLe

in response to your feedback, all LPOs will receive a new and improved christmas point of sale pack to help you make the most of your in-store promotional materials in the lead-up to christmas. The pack is tailored to your outlet to help grow your sales volumes and revenue.

With christmas fast approaching, our stores are getting busy and parcel volumes are on the rise as customers start to buy gifts and send parcels ahead of the big day.

The pack includes posters, ticket headers, trading/parcel collection hour signs, writing bench mats, terminal cards and generic ticketing. The ticketing will help ensure all your products are themed for christmas and can be used for sidewalk sale activity (as outlined in your P5 visual merchandising guide). The pack will be topped-up as required until christmas.

TraveL essenTiaLs

customers are organising their travel arrangements for the upcoming school holidays, so now is the perfect time to cross-sell travel-related products and services. Talk to them about:

$0 commission travel money options for the Load&go Travel card, Multi-currency cash Passport, aMeX globalTravel card and aMeX foreign cash and travellers cheques

travel insurance

passport applications and renewals

instant iD photos

australia Post Prepaid TravelsiM®+

travel accessories

mail hold and redirection.

Make sure all travel products and services are displayed in store and you replenish your displays regularly.

+TravelsiM® is a registered trademark of Premas solutions iP Pty Ltd and licensed exclusively to TravelsiM australia Pty Ltd in australia. Powered by

Licensee

Making the most of the busy period

Summer 2013

image: David rawlings, licensee at Burnt Bridge LPO in victoria.

Welcome Dear licensees,

Welcome to the summer 2013 issue of Licensee News.

as we approach the end of the year, i’d like to thank you for all your hard work and commitment to the success of our business throughout 2013. While it’s been a busy and challenging 12 months, with mail volumes continuing to sharply decline and customers doing more online, it’s also been an exciting period at australia Post.

With christmas less than a month away, the business is well prepared to process record volumes of parcels through our network. This year customers have more options than ever for collecting their parcels, including 400 Parcel collect locations and 150 parcel locker locations nationally. We’re expecting this christmas to be our busiest yet, so please make use of the tips in this issue on how to get the most out of the peak period.

as parcel and stock levels will be at their maximum over the coming month, please ensure you keep safety top of mind at all times. it is critical that the health and wellbeing of your customers and staff are never compromised. Please do everything possible to prevent manual handling injuries and address potential safety hazards as soon as you see them.

Thanks again for your important contribution throughout 2013. i wish you and your families a safe and happy festive season.

Best regards,

Christine Corbett

executive general Managerretail services

fOr furTHer infOrMaTiOn On THe PrOgraM cOnTacT YOur neTWOrK Manager Or gO TO:

POSTLINK | LPO | LICENSEE RETAIL REWARDS

Licensee Retail Rewards 2013–14after an amazing first year, the 2013–14 Licensee retail rewards program got off to a fantastic start with more than $21,000 in prizes already awarded to outlets since July.

This year’s program includes five fundamental thresholds which licensees must meet before earning any points in the program. These are:

•cash handling management

•credit management

•insurance

•mandatory training

•outlet security.

Once outlets meet these fundamentals they can then earn points every month for the following performance measures:

•retail revenue (includes all purchases from the warehouse and all financial transactions processed through ePOs*)

•instant iD photos (processed through ePOs*)

•customer satisfaction (retailcX customer feedback)

•operational excellence (passport processing)

•delivery scanning.

*excludes Tran code 990 transactions.

all outlets to achieve 50 points or more each month enter the prize draw to win $250 per network. There is also $1,000 in prizes available for the best performing outlets in each network over the course of the year – don’t miss out on your chance to win.

Bonus points for ChristmasYou can double your retail revenue points this December. earn 10 points for meeting your target and 20 points for getting 1 per cent over target. refer to the December information sheet for more details.

2 Licensee News Summer 2013

Licensee News Summer 2013 3

2014 LPO conference – lock it in nowPlanning for the 2014 LPO conferences is well under way so mark your diaries, plan your travel and accommodation, and ensure you join us for the biggest event in the LPO calendar. Dates and venues have all been confirmed. Hope to see you there.

state Date Location

south australia/northern Territory sunday 6 July 2014 adelaide show grounds

Queensland sunday 13 July 2014 gold coast exhibition centre

new south Wales/australian capital Territory sunday 20 July 2014 sydney show grounds

victoria/Tasmania sunday 27 July 2014 flemington event centre

Western australia sunday 3 august 2014 Perth convention and exhibition centre

Customer service hits the mark in eatonWe recently received a letter from a customer of the eaton LPO in Western australia praising the exceptional service of the staff there. an excerpt of the letter is below:

“I would like to send my appreciation via your office for the high standard of customer service I have received from the staff of the Eaton (Licensed) Post Office. (Me) and my family collect many items of parcel mail from this local post office, much of it originating from overseas, and it is always well organised and served promptly on collection. There are often long periods of delay in collecting my mail as I have often been away from home on business or holidays. However, on my return I have always found my postal articles have been stored securely and with care awaiting pick up. I believe the postal staff in Eaton are a credit to your organisation.”

Well done to the team at eaton. Keep up the great work.

swan reach postie reunites family When Ken Kearney’s aunt sold her house in geelong, victoria, to move closer to her son in swan reach near Lakes entrance in victoria, Ken had no idea it would be 18 months until they would be in contact again.

When his aunt moved, she mistakenly believed she had passed her new contact number and address, and the contact details of her son, onto Ken and his family. However, when they didn’t hear from her at christmas, Ken and his mother became concerned.

failing to locate her after contacting other family members and scouring the internet, Ken decided to send an unaddressed letter to his cousin in swan reach in the hope that the post office would recognise his name and deliver it.

Thankfully for Ken and his family, local postie David Lyon managed to track down the recipient of the partially addressed letter.

“We were extremely happy and surprised to receive a call from my aunt a couple of weeks later,” says Ken. “she thought she’d passed on her new details before she relocated and accidentally lost our contact details during the move!

“My family and i would like to thank the swan reach Licensed Post Office and David Lyon who helped bring the family back together again.” image: dedicated postie David Lyon.

Business update

4 Licensee News Summer 2013

great photo capture offers from Australia Postaustralia Post has rolled out more than 700 digital cameras to LPOs over the past 14 months, ensuring the quality of iD photos is maintained now and into the future.

Our neigHBOurHOODas you’d be aware, the Our neighbourhood grants program invited australia Post’s workforce (including licensees) to nominate registered charities or community organisations with whom they have a direct connection to receive a grant towards a local project.

Overall we received 372 nominations from members of our workforce and licensee network wishing to support their local communities. successful nominations were for organisations and projects that aim to drive positive change in communities, and reflect the Our neighbourhood key theme of inclusion.

One of our workforce members who successfully nominated an organisation was Keith Harvey, licensee at the Duri LPO in Queensland. Keith nominated the Duri Progress association where he is currently a committee member. The Duri Progress association received funding to update their playground equipment to provide a more family-friendly community area.

Our successful grant recipients were celebrated with posters in their local retail outlets and with the broader community through the local media.

congratulations and thank you to all licensees who have helped their nominated organisations receive a grant. for more information on the program, please email workforcegrants@ourneighbourhood.com.au or call 1300 765 775.

for licensees who conduct more than 800 identity transactions (with a photo) annually, the latest canon camera solution is available. This solution takes iD photos, provides passport prints and will soon be able to provide photos digitally to consumers and clients for online retrieval. if you qualify we will soon be contacting you with the offer details.

for lower transacting LPOs (conducting 150+ identity transactions annually), we have our sony solution which also takes digital photographs and provides a simple and easy-to-use camera.

With the replacement of the Polaroid cameras over the next six months, we will be introducing a quality guarantee on all iD photos, ensuring compliant photographs across the entire australia Post network.

if you receive an offer for an australia Post supplied camera, make sure you respond before it’s too late. Talk to your area/network manager for further details.

ParceL LOcKers anD ParceL cOLLecTWe currently have more than 200 Parcel collect locations and 106 24/7 Parcel Lockers australia-wide and are aiming to increase this to

550 collection points by christmas. This will include 400 Parcel collect locations (including LPOs) and 150 parcel locker locations. The first LPO parcel locker installation was completed at LaTrobe university LPO earlier this year, with further installations planned for the coming months.

a successful three-week marketing campaign was recently undertaken in Brisbane to promote our extensive network coverage of 24 parcel locker locations in the Brisbane cBD and three on the gold coast. The campaign aimed to increase parcel locker registrations and usage, and included press, radio, unaddressed mail (uMs), social media and digital advertising. as a result of the campaign more than 1,400 additional customer registrations were received, bringing the total number of registered users to more than 40,000.

fLeXiPOs TriaLTo provide greater convenience and choice to our customers, we are currently trialling a new electronic point of sale system in 34 regional post offices in victoria, new south Wales, Queensland and Tasmania.

The system provides a range of benefits for our participating licensees. These include faster and simpler processing of customer transactions, reduced paperwork for licensees and it makes balancing the books easier.

The trial has been positively received by both customers and licensees and will continue into 2014. at its conclusion, we will assess the results of the trial and make a decision on the system moving forward.

Licensee News Summer 2013 5

Manage your business credit account onlineTo provide you with an easier way to manage your australia Post Business credit account, all licensees with current credit facilities and using direct debit can now pay their stock account invoices via credit card.

To access this new method of payment and other benefits, including viewing and downloading your credit account invoices, transactions, payments, current account balance and account history, all you need to do is create a My Business account.

it takes just a few minutes to register. With all of your account details available securely online, you can manage your account when and how it suits you.

LPO Store Order Screen and Outlet Order Report functionality coming soon Over the past 12 months, we have successfully trialled a new system for the ordering of stock and office consumable items with a number of LPOs. The new system, comprising the LPO store Order screen and Outlet Order report, has been designed to provide licensees with a simple and effective way to place orders and enquire on stock order statuses.

The new system also allows LPOs to create electronic orders with the ability to cost items and check warehouse availability before submitting the order. Licensees can also save favourite orders and have visibility of tracked events for orders dispatched from the distribution centre.

Many of the trial sites use the new system every day due to the benefits it provides in making those important stock purchase decisions.

all ePOs LPOs will have the new functionality in early 2014. stay tuned for more information.

LPO Store Order Screen and Outlet Order report functionality coming soon

easter confectionery Did you know that easter generates the second highest sales of confectionery after christmas? easter is in late april next year, heading into the cooler months. it’s a time when people begin to crave chocolate.

after a successful trial this year, australia Post will have a number of unique and well chosen easter lines for LPOs to purchase, including:

•The Peter rabbit easter range

• Darrell Lea hand-rolled eggs and half eggs

•australian Bilby and Bush babies

•chocolatier premium range

•Malteaster® Mini Bunny.

These lines will provide your customers with greater choice, and have been selected to avoid competition with the heavily discounted grocery and department lines.

Keep an eye out for the easter range in the upcoming planners.

if YOu’re inTeresTeD visiT:

auspost.com.au/mybusinessaccount and click “Register now”.

Dubbo East LPO gets a makeover

Licensee News Summer 20136

Dubbo east LPO within the Orana Mall shopping centre in new south Wales has been given an exciting new fit-out following its relocation earlier this year.

chris and sharyn Kingsland took over the post office in april 2007 and have maintained a high level of customer service over the past six years.

now featuring a modern look and feel, the outlet has an increased focus on promoting our core products and services. it also provides Dubbo residents with an enhanced service offering and a great customer experience every time they come through the doors.

While the Dubbo east LPO was one of the first LPOs to receive the new fit-out, other outlets to also upgrade include stanhope gardens, umina Beach and Lake Haven, all in new south Wales.

The new outlet design standard provides licensees with the opportunity to build on the strong australia Post brand and is in line with the broader transformation of our retail network.

You can assess details of the s2012 fit-out standards by contacting your network manager.

Great last minute gift ideas – Licensed stamp packs

These products are featured in the P5 catalogue and are available while stocks last.

All stamp packs include 20 x 60c stamps with characters in the stamp tabs.

RRP $12.95

Angry Birds™ © 2009-2014 Rovio Entertainment Ltd.

Season’s greetingsSeason’s greetings

Australia Post is presenting a series of Angry Birds stamp packs. Each different theme stamp pack has been selected from the Angry Birds Seasons series, packs include Easter, Halloween, Christmas and Valentine Day. Be sure to collect yours now. Angry Birds Seasons is the second game in the Angry Birds series. The game is based around a holiday theme which includes holidays such as Christmas, Halloween, Valentine’s Day, St Patrick’s Day, Moon Festival plus many other occasions.

Seasons was originally released as Angry Birds Halloween in 2010. The name was changed a few months later to Angry Birds Seasons. Seasons have released three different episodes which are based around a Christmas theme, Season’s Greetings, Wreck the Halls and Winter Wonderland. Season’s Greedings has the greedy little pigs coming back for more booty. Structured like an Advent calendar, the game has each day’s play presenting a whole new level of difficulty for the 25 days leading up to fat- man-in-red’s arrival. Watch out for the flying snowballs.

RRP $12.95

May GibbsMay Gibbs (1877-1916) is one of Australia’s best

loved classic children book illustrators and authors. In her delightful book “The Gumnut Babies” (1916),

Gibbs tells stories of Australian bush fairies, based on the bushland of her childhood in Bunbury, Western Australia.

The Gum Blossom Babies, Flannel Flower Babies, Wattle Babies, Boronia Babies and others have enchanted generations of

Australian children. This pack features some of the charming Gumnut Babies characters

from the Gumnut World, including Snugglepot and Cuddlepie and Little Ragged Blossom, along with their bush

friends the platypus, kangaroo, possum, kookaburra and koala.

© The Northcote Society and The Cerebral Palsy Alliance (2013)

Stamp Pack • CMYK• Minisheets are positional only• insert barcode, delete keylines

RRP $12.95

Since forming in 2010, One Direction has taken the world by storm. This hugely successful English–Irish band has sold over 14 million singles and eight million albums and has been honoured with two

BRIT Awards and three MTV Video Music Awards. The London-based band was named Billboard’s Top New Artist in 2012. The fi ve members

of One Direction are Niall Horan, Zayn Malik, Liam Payne, Harry Styles, and Louis Tomlinson, who got together after performing as

solo artists on Britain’s The X Factor.

One Direction’s two albums Up All Night and Take Me Home, released in 2011 and 2012 respectively, broke several records, topping the charts all over the world. The hit singles include “What Makes You Beautiful” and “Live While We’re Young”.

The One Direction jugernaut includes a soon-to-be published book, Where we are: our band, our story; a 3D movie, One Direction –

This is Us, to be released in August, and a fragrance, Our Moment.

The Take Me Home Tour is the band’s second major concert tour. It commenced in London in February 2013 and will take in North

America and Australasia in addition to the UK and Ireland. One Direction is due to hit our shores on 23 September, when the band will play Adelaide, followed by Perth, Melbourne, Sydney and Brisbane

in a total of 21 predicted sell-out concerts. This special stamp pack is a celebration of Australia’s love of the incredible phenomenon

that is One Direction!

Stamp design: Jo Muré, Australia Post Design StudioPhotographs: © 2013 1D Media Ltd under license to Global Merchandising Services Ltd.

One Direction stamp pack 62521

Angry Birds stamp pack 60127

Gumnut Babies stamp pack 62806

Dr Who stamp pack 62522

Celebrate 50 Years of Dr Who!

$1295

$1295 $1295

$1295

Double the data. Double the fun.Score 1GB on our $30 Cap when you recharge before 31 January 2014.

VodafonePower to you

The nitty gritty: Available to customers who activate a Vodafone $30 Cap recharge between 06/11/13 and 31/01/14 (unless extended). Bonus data of 524MB is applied to standard data inclusion. Not for commercial or resale purposes. All inclusions expire after 28 days or upon next recharge, whichever occurs first. Data for use in Australia only. Additional data usage rate is $2/MB (charged per kB). Offer subject to change. Not available with any other offer, not transferrable and not redeemable for cash. Vodafone Pty Limited ABN 76 062 954 554. M26365 10.13

Î30= + +Î450flexible credit

1GBdata

Infinitestandard TXT

Data and TXT to use within Australia. Excludes premium services.

images: licensees chris and sharyn Kingsland at the Dubbo east LPO.

Licensee News Summer 2013 7

closed circuit television (ccTv) has been around in australia since the 1960s. as a surveillance tool for australia Post, it replaced a system of observation galleries and one-way windows once used by investigators in all mail centres. initially the new technology was simply an improvement in covert observation as recording at the time wasn’t possible. now, ccTv is a great way to protect your outlet and, in the case of robbery, an excellent eye-witness account of what happened.

Through developments in technology and a better installation strategy, ccTv is the most effective tool we have for fighting crime in our retail outlets. The cost of ccTv systems reduces every year and their capabilities are continually improving. The biggest improvement has been the introduction of digital video recording, providing the ability to record and store up to a few months’ worth of footage. On top of that, the high resolution cameras deliver distinguishable images, even in low light. it is now very common to see lawbreakers identified on ccTv and consequently convicted.

However, not all systems are equally as useful. a major fault in some ccTv systems is equipment that cannot capture clear images of people’s faces. as a guide, the images captured by your ccTv system should be as clear as the images taken on your camera phone.

another common issue is trying to make the camera see too much, so choosing the best angle for your camera (or cameras) is critical. The more space you capture in the picture, the less detail you will record – and it is this detail that will convict offenders. One camera at the door that can only see the head and shoulders of anyone coming through the door will still outperform any camera set to a wide-angle view. if you want to see more of the outlet, it is best to add another camera.

Most cameras cannot handle facing into direct sunlight, so work with your lighting. Before a camera is installed it should be pointed at a person standing where you intend to aim it. if you cannot capture a clear image of their face, try a different camera location. for example, you could mount the camera at the door facing into the outlet if you found that the angle directly facing the door was not appropriate. experimenting with angles is the best way to ensure a useful ccTv system.

If you are interested in obtaining further information on upgrading or installing a CCTV system, please get in touch with your local area/network manager.

increasing security at your LPO

Safety information now on PostlinkKeeping our workplaces safe should be our number one priority. When thinking about the safety of your workplace, ask yourself: “is my workplace safe?” and “Do i have Work Health and safety guidelines in place for my LPO?”

To help licensees, australia Post has centralised all of our LPO safety resources on Postlink for easy access and reference. from enterprise safety contact details to historical safety communications and documents, all LPO safety information can now be found in one location: POSTLINK | SAFETY.

a new manual handling equipment guide has also been added based on feedback from the 2013 LPO conferences. This document will assist licensees in sourcing suitable equipment to use in your LPO.

Make sure you check it out to ensure you have a safe and successful christmas.

On 2 October, an in-store event was held to promote the new australia Post Prepaid TravelsiM®+ to doctors, staff and patients at the royal Prince alfred Hospital in sydney. The product team worked with John Dixon, the local licensee, to set up a “pop-up booth” in the hospital foyer so customers were able to ask questions and engage with the australia Post product team on the day.

“This is one product that licensees should embrace,” says John. “The concept where the card is issued to a particular LPO, with future commissions for top-ups automatically allocated to that LPO, is something licensees have wanted for a long time.”

australia Post Prepaid TravelsiM®+ has many leading features that make for a fantastic product for customers travelling overseas. Travellers can remain in touch with family and friends without worrying about blowing their budget.

alex Mcfarlane, Manager Telecommunications Products retail services, says, “australia Post Prepaid TravelsiM®+ offers travellers a great alternative to the roaming services provided by the australian telcos. in addition to budget considerations, every australia Post Prepaid TravelsiM®+ customer is contacted when they activate the service to ensure they are fully acquainted with the features and benefits. customer feedback has been incredibly positive.”

Licensees are rewarded for offering overseas travellers an australia Post Prepaid TravelsiM®+ and can benefit from additional commissions when their customers top-up their siM credit – even when the transaction occurs online or on the customer’s phone while they are overseas.

+TravelsiM® is a registered trademark of Premas solutions iP Pty Ltd and licensed exclusively to TravelsiM australia Pty Ltd in australia. Powered by

Prepaid TravelSIM®+ pop-up booth event

Australia Post Prepaid

TravelSIM®+

Remember, when you sell a Prepaid TravelSIM�+ the customer is yours for the life of the SIM!

+TravelSIM® is a registered trademark of Premas Solutions IP Pty Ltd and licensed exclusively to TravelSIM Australia Pty Ltd in Australia. Powered by

Earn 9.9% on all recharge vouchers sold in your store.

Additionally earn 7.7% every time that customer tops up their credit.

TravelSIM_A6 Ad_HR.pdf 1 8/11/13 4:08 PM

Samsung high-end handsets now available at Australia Post

SamsungAd_HighEnd.indd 1 18/10/13 2:10 PM